Recent update to Search is a MAJOR STEP BACKWARDS - WHY?

[Cobbles]

What were Square thinking with the recent update on Point of Sale search?

Previously:

- The search results occupied the whole screen

- Variations were shown in a drop down and could be individually selected BEFORE selecting the item. So, if you wanted to select multiple variations of the same item you could do it from the search screen.

- Stock levels were shown

- Items could be searched by SKU

NOW:

- The search results occupy half the screen

- Variations are only shown after selecting the item. So, if you want to select multiple variations you have to select the item, then the variation from the right hand side of the screen multiple times.

- Stock levels are not shown

- Item search by SKU no longer works.

This is a massive step backwards in usability and efficiency.

Why was this implemented without proper thought and testing?

[Sineaid]

Hi @Cobbles,

Thanks for drilling down so comprehensively into what's not working for you as a result of these changes. It's valuable feedback. 

I'll go ahead and pass these comments and observations across to our Retail team, and let you know if there are any other updates or preference options on the way, that might address your concerns and frustrations. 

[Sineaid]

Hi @Cobbles,

Thanks for your patience while I awaited a response from our Retail team.

They've let me know that the Search by SKU feature is still being worked on, but is expected to be deployed as part of the next app release. 

They have also tested the Inventory functionality, and it is working as intended. So, they would like to look into this further for you. If you're still not able to view your inventory count after ensuring your system software/Square app is fully up to date, would you mind letting me know which device you're using, and confirm the app and OS versions that are currently installed. 

The team have also requested that you send across a short video demonstrating the issue, if possible. 

I'll keep an eye out for your response. 

[Cobbles]

Hi Sineaid

Thanks for getting back to me. I don't have permissions to upload images it seems.

Regarding your comments:

Yes, stock levels are shown if the item has no variations.

However, if the items has variations all you see is 'x variations'.

Previously the item had a drop down arrow, which, when pressed, showed all the variations with their stock levels, and enabled you to treat each variation as a separate item. So you could click on as many as you liked in the search area and add them to the sale.

Now you have to repeatedly click on the item to add to the sale, and select the variation by expanding the variation list in the checkout area, then go back to search and repeat the process. It's tedious and a major step backwards.

As for "Search for SKU" coming in the next app release, why was this change released at all before it was finished, inconveniencing and annoying your customers who are used to the existing behaviour? There has been an alarming trend over the past year or so for Square to make changes in different areas, where existing functionality was removed or promised would be coming back later. I'm a software developer myself and this repeated early release of incomplete software, without proper consideration of what was already available, doesn't inspire confidence.

Sorry to be so blunt, but it's very frustrating when features you are using day to day to run your business are removed for no apparent reason. Perhaps ask customers about their usage patterns before going ahead with software changes?

[Sineaid]

Hi @Cobbles,

Thanks for your response. 

It does sound like your current experience is 'expected behaviour', based on what you've said. However, I can see why the current workflow may seem tedious, in comparison to the last. So, I'll go ahead and forward this feedback along for consideration. 

Please be assured that all updates are data driven, and very often implemented as a result of feedback like this. 

[Cobbles]

Hi @Sineaid 

Thanks for the update, but you're completely missing the point I'm making.

I shouldn't have to give feedback to get features reimplemented that were already there, have been removed and worsen our customer experience. 

I repeat that changes are being made without due consideration for what is already available. The same thing happened with the moving of online vouchers to Marketing and the overhaul of the Marketing experience a while ago.

"Data driven updates" is a term that has nothing to do with a good customer experience.

I see no benefit whatsoever to the changes made to Search we have been discussing, only introduced problems.

It would be better if potential changes are tested by customers before being released, so that your software developers get feedback from real world users.

[Cobbles]

Great to see that variations are now listed on the search (but below an unnecessary duplicated list of the main item).

When are we going to get search back by SKU please? By that I mean that you could type an SKU or partial SKU in the search box and matching items would be returned.